Role of Customer Loyalty in the Application of Customer Data within Supply Chains

Lauri Paavola, Saara Julkunen, Mika Gabrielsson

Forskningsoutput: Kapitel i bok/rapport/konferenshandlingKonferensbidragVetenskapligPeer review

Sammanfattning

In this paper, we explore the drivers behind the use of customer data in retail supply chains. While past literature has primarily posited that power and trust among retailers and suppliers is created by the sizes of organizations, further determining how supply chains share and utilize customer data, we seek to extend this understanding. Based on our analysis, we identify end-customer behavior as an important attribute that determines decision-making regarding usage of customer data. The more customer data of individual end-customers is dispersed among retailers - i.e. the less loyal customers are - the more likely it is that the retailers share data with their suppliers. Building on this, our study enhances the current understanding on the sources for power and trust and discovers a new dynamic for why customer data is not always applied throughout the supply chains. It also identifies new aspects to consider for policy makers looking to support the development in the use of data that is highly important for many economies.

OriginalspråkEngelska
Titel på värdpublikationProceedings of the 57th Annual Hawaii International Conference on System Sciences, HICSS 2024
RedaktörerTung X. Bui
Antal sidor9
UtgivningsortHonolulu
FörlagIEEE computer society press
Utgivningsdatum03.01.2024
Sidor6119-6127
ISBN (tryckt)978-0-9981331-7-1
ISBN (elektroniskt)978-0-9981331-7-1
StatusPublicerad - 03.01.2024
MoE-publikationstypA4 Artikel i en konferenspublikation
Evenemang57th Annual Hawaii International Conference on System Sciences, HICSS 2024 - Honolulu, USA
Varaktighet: 03.01.202406.01.2024

Publikationsserier

NamnProceedings of the Annual Hawaii International Conference on System Sciences
ISSN (tryckt)1530-1605

Nyckelord

  • 512 Företagsekonomi
  • 113 Data- och informationsvetenskap

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